Case Study: Malaysia Airlines achieves expanded digital bookings and revenue growth with a machine-learning chatbot on Google Cloud Platform

Malaysia Airlines Taking off with a machine-learning-powered customer chatbot

Malaysia Airlines, Malaysia’s national carrier serving more than 50 destinations and roughly 40,000 passengers a day, set out to boost digital revenues and modernize customer service as part of a broader digital-transformation program. After an unsuccessful chatbot proof of concept with its incumbent provider, the airline partnered with travel-tech provider Amadeus and evaluated machine-learning platforms to create a conversational channel that lets customers ask questions, search, book, and pay for flights.

Together with Amadeus and using Dialogflow on Google Cloud, Malaysia Airlines launched MHchat on Facebook Messenger — a machine‑learning–powered “digital travel buddy” developed in about three months using Dialogflow’s prebuilt agents. The chatbot enables bookings and payments across up to 1,000 destinations in 150 countries, increases the contribution of digital products and services, and has led Amadeus to offer a white‑label conversational solution for other carriers.

Malaysia Airlines

Alwin Loh

Head, Digital Transformation & Innovation